Customer Service Associate I

Texas A&M AgriLife is the nation’s largest and most comprehensive agriculture program, bringing together a college and four state agencies focused on agriculture and life sciences within The Texas A&M University System. With over 5,000 employees and a presence in every Texas county, Texas A&M AgriLife improves lives, environments, and the Texas economy through education, research, extension, and service.

About the role

We are seeking a Customer Service Associate I to serve as the primary customer service representative for the COALS Academic Advising Hub. This position creates a welcoming, professional, and student-centered environment while providing exceptional front-line customer service to students, families, faculty, staff, and visitors. The role responds to inquiries in person, by telephone, and by email; assists students in navigating university resources; manages front desk operations; and supports the daily operations of the advising hub.

Responsibilities

• Customer Service (75%)
  • Serve as the first point of contact for students, families, faculty, staff, and visitors, creating a welcoming, professional, and student-centered environment.
  • Respond professionally and courteously to inquiries in person, by telephone, and through email.
  • Welcome and check in students for scheduled and drop-in advising appointments; manage student traffic and coordinate flow within the advising office.
  • Assist walk-in students by providing basic academic advising and curricular information within established guidelines; connect students with an academic advisor when appropriate.
  • Help students navigate university systems, including scheduling advising appointments through Navigate, locating university resources, and accessing advising information.
  • Explain advising services, office procedures, university processes, and available student resources.
  • Build positive relationships with students by anticipating needs, exercising sound judgment, and providing proactive, solution-oriented service.
  • Provide referrals to campus offices and university partners such as Aggie One Stop, Scholarships & Financial Aid, Registrar, Student Business Services, Disability Resources, Counseling & Psychological Services, Career Center, International Student & Scholar Services, Veteran Services, and other resources based on student needs.
  • Maintain advising forms, informational materials, electronic resources, and front desk communications to ensure students receive current and accurate information.
  • Maintain confidentiality of student information in accordance with FERPA and university policies.
  • Support the COALS Advising Standard of Care by providing timely, respectful, equitable, and customer-focused service to all students and visitors.
  • Support the mission and goals of COALS Academic Advising by contributing to a positive student experience and collaborative office culture.
• Records and Files (5%)
  • Perform routine filing, scanning, and organization of student and office records.
  • Perform data entry, retrieval, and maintenance of advising records and databases while maintaining confidentiality.
  • Assist with preparation of reports, correspondence, and routine office documentation.
  • Maintain electronic and physical advising resources and records as needed.
• Advising Hub Operations (20%)
  • Support daily advising hub operations through coordination of front desk activities and customer service functions.
  • Order, inventory, and maintain office supplies, advising materials, and reception area resources.
  • Maintain an organized, professional, and welcoming advising environment.
  • Assist with preparation of orientation sessions, advising events, outreach activities, workshops, and student success initiatives.
  • Coordinate incoming and outgoing deliveries and routine office operations.
  • Assist advisors and leadership with operational projects that improve student service and office efficiency.
  • Participate in staff meetings, relevant trainings, and professional development.
  • Maintain working knowledge of university policies, advising procedures, and campus resources necessary to provide effective front-line customer service.
  • Contribute to a collaborative team environment by assisting colleagues during peak advising periods and other operational needs.
  • Promote professionalism, continuous improvement, and exceptional customer service consistent with the mission and values of COALS Academic Advising.

Requirements

• Education: High school graduation or any equivalent combination of education and experience.
• Experience: Two years in general office or clerical work.

Skills

• Ability to communicate effectively, both written and verbally.
• Ability to work in a fast-paced, high-volume environment.
• Knowledge of word processing, spreadsheet, and database applications.
• Strong customer service skills and detail-oriented.
• Ability to multitask and work cooperatively with others.

Additional Information

• This position is security-sensitive.
• This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules, and procedures.
• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements.
• This position allows alternate work location per TAMU guidelines.

Benefits

• Health, dental, vision, life, and long-term disability insurance with Texas A&M AgriLife contributing to employee health and basic life premiums.
• 12-15 days of annual paid holidays.
• Up to eight hours of paid sick leave and at least eight hours of paid vacation each month.
• Automatic enrollment in the Teacher Retirement System of Texas.
• Employee Wellness Initiative for Texas A&M AgriLife.

Location: College Station, Texas